User Support -Lead

Bethesda, MD, United States
Apr 10, 2021
Required Education
Position Type
Full time

Medical Science & Computing is searching for a User Support Lead to support the National Institutes of Health (NIH). This opportunity is a full-time position with MSC and is based in Bethesda, MD but allows for remote work.

Duties & Responsibilities

Duties and Responsibilities:
  • Lead team in providing hardware and software support to internal customers.
  • Responsible for guiding Help Desk and End User teams and assisting leadership in implementing IT policies, procedure, and standards to ensure that timely resolutions and implementations are in alignment with company and IT strategic goals.
  • Demonstrate initiative, driven to learn, and apply the latest IT concepts, and embrace challenges.
  • Provide end to end executive level support in a professional manner.
  • Provide end user support, troubleshoot, and resolve technical issues in person and remotely.
  • Responsible for remote installation, implementation, maintenance, troubleshooting of desktops, video-conference devices, phones, printers, and associated peripherals.
  • Provide metrics and status reports to the Supervisor, IT Help Desk.
  • Prioritize and delegate work within team to ensure highest level of customer service.
  • Work with stakeholders to define clear objectives and requirements, agree on priorities, communicate progress updates and demonstrations, and provide responsive service.
  • Productive working relationships and maintain effective communication with the user community and government and contractor leads.
  • Desktop support for Windows and Mac, including hardware and software inventory and licensing and replacement planning.
  • Supervision and coordination of tech support staff; manage and monitor the work of contracted vendors.
  • Develop templates, procedures, and guidelines for managing IT service desk information and deliverables.
  • Track progress and report on status and metrics.


  • Bachelor degree in Computer Science, Information Technology, Business, or similar field.
  • 5+ years of demonstrated strong experience successfully managing technical projects in IT Service Desk Lead/Manager role; additional years of experience may substitute for a Associates degree.
  • Experience working with an enterprise ticketing system such as ServiceNow, Remedy or other similar systems for incident management, problem management, and request fulfillment.
  • Cross-functional project coordination experience.
  • Hands-on technical expertise, understanding of network and security concepts, Windows and Mac administration, desktop engineering, networking, Active Directory, imaging, packaging, deployment, vulnerability remediation, and ability to solve complex technical problems.
  • Must meet all requirements for obtaining and maintaining a Public Trust Clearance.

Preferred Qualifications:
  • Experience creating and improving processes and procedure; HDI Desktop, Service Manager, ITIL and other relevant certifications.
  • Applicable certifications to demonstrate technical competencies such as vendor-sponsored (Apple, Linux, Microsoft) and vendor-agnostic (CompTIA A+, N+, Project+, Security+, etc).
  • Experience supporting scientific research or/and hospital/clinic environments.
  • Experience with Tenable products, KACE, BigFix or other enterprise IT management solutions.
  • Experience with remote and mobile enabled user environments.
  • Experience establishing, maintaining and improving SLA, organizational processes and procedures.

Medical Science & Computing (MSC), a Dovel company, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.


Company Description

We are a trusted government partner that blends deep domain expertise with advanced technologies to help our customers solve complex problems that improve, protect, and save lives. As a rapidly growing company, we combine entrepreneurial spirit, customer focus, and an outcomes-based approach to support agency missions in health IT, life sciences, public safety, and grants management.

The Dovel Family of Companies offers employees an opportunity to advance beyond a specific role or contract, we offer a path to develop an enriching career. We believe in empowering a culture of innovation, customer success, and employee growth.

What you'll get...
  • Time Off! Flexible schedules and company paid holidays allow you to take the time you need.
  • Investment in YOU! 401(K) company contributions are yours to keep with no waiting period.
  • Choices! Unique healthcare plans to choose from with options like fertility and orthodontia benefits.
  • Discovery! With our tuition assistance and training programs, we support your career advancement.
  • Tax Savings! Enroll in pre-tax Health or Dependent Care Flexible Spending, HSA with company contributions, parking, and/or transit commuter benefits.
  • Support! Working parents and busy professionals - we've got you covered with a supportive culture, confidential Employee Assistance Program, and membership to
  • Perks! Employee discounts, peer recognition programs, company-wide wellness challenges, and fun community events.
  • A Voice! A unique culture where you can influence decisions and have your voice heard.

We are an Equal Opportunity Employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, disability, or veteran status.